sorry for this rant, or if this scenario is so common already it’s like flogging a dead horse. anyway i’d like to share my negative experience with Smart BRO(ken) so that those among you still considering to acquire it for your “broadband” ISP needs would think twice, thrice, maybe ten times before really springing for it.

Is it just me or has somebody else noticed this: yesterday afternoon and early this morning I was calling Smart BRO-Ken tech support (i guess you know why) and couldn’t get through. After being told by the voice response system that I will be forwarded to a customer service representative, the phone just went silent. No hold music! I don’t know if I’d be happy not hearing repetitive and annoying hold music but I don’t have an idea either if my call is still alive or if it’s hung up somewhere. After some five minutes of silence I did a couple of retries. Ganon pa rin. Then finally I tried connecting to the “new application, press 1″ and lo and behold I finally got hold of a customer service representative fast! It’s probably NOT coincidence because it happened both yesterday and today.

Pag tech support ang itatawag mo or you want to someone from their billing dept, iiwanan kang nakabitin sa ere. Pero pag new application or following up on new application, ang bilis sumagot! :P

So in short…aggressive sila sa pagkuha ng new customers pero existing customers hindi maalagaan! Grabe, bastusan na ito! Can we complain to the DTI? Even the lock-in period reeks of the spirit of “no return no exchange” to me (and that was already outlawed years back)…if only I can quit their service and not be required to pay the pre-termination fee because I’m still within their 1 year lock-in, I would have shifted to a different ISP already. Mas reliable pa ang dialup eh. :(

/Andre Cruz
Smart BRO Service Ref # 101-007-3995

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